Lean cx : how to differentiate at low cost and least risk / Robert Dew, 3 others.

Format:

Book

Author/Creator:

Dew, Robert, author.

Language:

English

Subjects (All):

Customer relations.

Physical Description:

1 online resource (XXX, 208 p.) : 60 short cases studies in boxed text

Place of Publication:

Berlin, Germany : Walter de Gruyter GmbH, [2021]

Language Note:

In English.

Summary:

In recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, Lean CX: How to Differentiate at Low Cost and Least Risk discusses how to use Lean Management approaches to innovate your customer experience. This practical book describes how the tools from Lean Management can be applied to the CX innovation problem. The authors draw on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The examples include many different vertical industry sectors, including those involving hybrid business models. The cases included share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources.

Contents:

Frontmatter

Acknowledgements

About the Authors

Foreword

Contents

List of Cases

List of Figures

List of Tables

Introduction

Chapter 1 The Case for Change

Chapter 2 Defining Lean CX

Chapter 3 Creating Market Cut-Through

Chapter 4 Where to Start

Chapter 5 Managing the Cycle

Chapter 6 Business to Business

Chapter 7 Explore and Exploit

Conclusion: Our Future is Lean

Bibliography

Index

Notes:

Description based on print version record.

Includes bibliographical references and index.

ISBN:

3-11-068392-X

OCLC:

1246583287